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How can I track my order?
For Small Items (For Shipping ID with 10 digits only):
To track your order, please click HERE or call 6850 0660. You can find your 10-digit shipping ID in your Order Shipped confirmation email.
For Large Appliances, Furniture and Bedding Items:
We will contact you to arrange delivery of your item(s) on a given day and while we regret that we cannot give you an exact time for delivery, we will endeavour to meet your requirements where possible. For updates in your delivery date and timeframe, please call 1800 334 9169 quoting your Online Order Number or Sales Order Number.
What are your delivery charges?
Small Items (<20kg):
A delivery fee will be charged based on the product type and weight*. "Small items"** does not include washers, dryers, refrigerators or televisions greater than 32 inches, furniture, mattresses, bed frames, bathroom items, wine chillers, water dispensers and office furniture.
Refer to the following table below for the delivery fee breakdown:
|Weight Range||Delivery Charge|
|0 - 1.99 kg||SGD 9.90|
|2 - 4.99 kg||SGD 10.50|
|5 - 6.99 kg||SGD 11.50|
|7 - 19.99 kg||SGD 13.50|
*We use local couriers (Simplypost) to facilitate the delivery of our small items orders and are unable to deliver at specific times (e.g. at 9am, before 5pm, after 7pm etc). Excluding Saturdays, Sundays and Public Holidays. Delivery fee is not inclusive of any additional costs such as installation or 3rd party fees. Delivery fees will not be refunded for items returned.
**We reserve the right to revise the definition of items falling under Small Items without notice.
Large Items and Appliances:
A delivery fee of SGD 30 will be charged for delivery of large appliances and items. Large appliances include washers, dryers, refrigerators or televisions. Excluding Sundays and Public Holidays. Delivery fee is not inclusive of any additional costs such as installation or 3rd party fees.
An installation fee of SGD 30 is applicable for wall mounting of individual television set. Installation fee does not include price of wall mounting brackets. For large electrical items that require extensive and/or complex assembly/ installation we are happy to arrange this service for you. Installation service will be facilitated by 3rd party.
A delivery fee of SGD 80 will be charged for delivery of furniture and bedding purchases. (Delivery of item(s) to room of your choice, all packaging removed and disposed of). Excluding Sundays and Public Holidays. Delivery fee is not inclusive of any additional costs such as installation or 3rd party fees.
An installation fee of SGD 100 is chargeable for Marble Dining tables.
What is the delivery schedule like for my order?
We aim to deliver your order to you within 2-7 working days from the date of your order. Subjected to stock availability.
|Monday - Friday, before 6pm||Delivery estimate of 1-5 working days or
7-14 working days* commences on the same working day the order is made.
|Monday - Friday, after 6pm||Delivery lead-time of 1-5 working days or
7-14 working days* commences on the next working day after the order is made.
|Saturday and Sunday||Delivery estimate of 1-5 working days or
7-14 working days* commences on the next working day after the order is made.
*For products that require external sourcing from suppliers, the delivery lead time ranges from 7-14 working days for items in stock.
What is the delivery time?
For Small Items:
We use local couriers (Simplypost) to facilitate the delivery of our orders; therefore it would usually take place between 10am-5pm, five days a week. Excluding Saturdays, Sundays and Public Holidays. We are unable to deliver at specific times (e.g. at 9am, before 5pm, after 7pm etc).
For Large Electrical Appliances, Furniture and Bedding Items:
Delivery will take place between 6:30pm to 9:30pm five days a week. Excluding Sundays and Public Holidays. We are unable to deliver at specific times (e.g. at 9am, before 5pm, after 7pm etc).
What conditions do I need to be aware of for the delivery?
To qualify for delivery, your delivery location must be easily accessible through the elevator (i.e. same storey as lift landing) or must be on the same floor as the goods loading/unloading area.
If the delivery crew is unable to deliver the furniture or bulky items to your location through the elevator at the point of delivery (i.e. items unable to fit into elevator, refusal of elevator access by building management or etc.) and deemed unfeasible, we will assess the feasibility for the bulky item to be carried up through the staircase in a non-hazardous manner.
If the process is deemed hazardous, (i.e. items prone to damage on narrow stairway, obstruction of passageway), and deemed unfeasible based on our assessment; we reserve the right to cancel the delivery.
Should delivery process be completed through the staircases in a non-hazardous condition, additional charges per item will be as follows:
First non-lift-accessible storey (e.g. staircase delivery from ground floor is free) + SGD 10 per item transported to a subsequent non lift-accessible storey.
Staircase delivery of a wardrobe to a non-lift accessible 3rd storey (e.g. Level 3 of a semi-detached house) will cost SGD 70 [SGD 50 + (1 x 0) + (2 x SGD 10) = SGD 70].
Fees for re-delivery or cancellation will apply.
Do you offer self-collection services?
Yes! We understand most of you are always on-the-go and may not be at home most of the time. So to make shopping even more convenient for you, we also provide self-collection at our retail outlets based in Singapore, subject to availability in-store.
To do this simply select the Click and Collect option at the Checkout and select the store that has stock available that you would like to collect from.
You will receive an email confirming that we have received your order. Your order will then be processed by our Customer First Team and you will receive another email when your order is ready for pick up. This applies to items that are in stock only, if the product that you wish to order is not in stock you will receive a back order notification outlining any lead time that may apply.
Online Orders Self Collection from Monday to Sunday:
You can collect your purchases from your chosen store once the ready for pickup confirmation email has been sent to you.
What must I bring along for self-collection in-store?
You must provide the following documentation when collecting in-store:
- A printout of your online order confirmation
- Your photo ID (NRIC or Driver's License ONLY)
- Your credit/debit card used for making payment online
If you are unable to collect your order in-store personally, please contact our friendly Customer First Team using the Contact Us Form to notify us of the name of the person you have nominated to collect your order. Goods will not be given out to any individual without prior notice from the purchaser.
What if I have forgotten to collect items from self-collection in-store?
Goods must be collected within 3 days from the date on which the goods are ready for collection.
For sales orders where full payment has been received, we reserve the right to not fulfil the sales order should the goods remain uncollected 10 days after the stated date, and the order may be cancelled. In the event of cancellation, any payment received will be refunded.
What if I am not at home when my package arrives?
For small items, the delivery will be fulfilled by Simplypost, please call 6860 0660. If you ordered a large item such as a washer, refrigerator, furniture, or bedding, please contact our friendly Customer First Team using the Contact Us Form or by calling 1800 334 9169.
My order is not yet here. What should I do?
Are there any areas Harvey Norman does not deliver to?
Due to restrictions and limitations placed by certain institutions and organisations, we are sorry to share that we are not able to make deliveries to the following areas:
- Jurong Island
- Tuas Link
- Changi Cargo
- Country Clubs
- Army Camps
- Seletar Aerospace
- Off-shore islands such as Pulau Ubin
- Turf Club Avenue
- Resorts World at Sentosa
- Singapore Prison Quarters
- Airbase sites
- SATS Inflight Catering Centre 1
- ST Kinetics
If you work at any of the locations listed above, we strongly encourage you to set your shipping address to a location where our courier can deliver to, such as your home address.
Do you ship internationally?
No, we do not.
Do you deliver on Sundays or public holidays?
No. Our warehouse is closed on Sundays and public holidays. For orders placed within a day before and after the holiday, processing time will be extended by additional 1-3 working days.
How do I change my address or cancel my order?
If more than one hour has passed, it is likely that our warehouse has already packed and shipped your order. In either case, please contact us using the Contact Us Form for further assistance as soon as possible.
My items have yet to arrive. What should I do?
Normally, you should receive your item within 2-5 working days for small items, or 2-7 working days for furniture and bedding or large appliances items depending on stock availability at our warehouse. Should you not be able to receive your items as per the indicated delivery time frame, please contact us using the Contact Us Form with your shipping address and Order ID so that we can check your delivery status with our courier.
Do you provide disposable services for my old washing machine or sofa?
We don't want the exciting prospect of your new sofa or washing machine being delivered to be tainted by the worry of how exactly you should dispose of your old one!
Harvey Norman is happy to take back comparable old electrical appliances free of charge provided that they are disconnected, defrosted, clean and ready for the driver. If you require this collection service please mention this to us when we contact you to arrange the home delivery of your item(s).
For Furniture and Bedding items, there will be a chargeable fee between SGD 50 and SGD 150 depending on the size of the old furniture or bedding.
Do you provide an installation and assembly service?
Yes! This is applicable for large appliances, furniture and bedding items only.
We can provide a full assembly and installation service on request. An installation fee of SGD 30 is applicable for wall mounting of individual television set. Installation fee does not include price of wall mounting brackets. For most furniture, bedding and electrical items that require extensive and/or complex assembly/installation we are happy to arrange this service for you. Installation service will be facilitated by 3rd party.
If you require an assembly or installation service please mention this to us when we contact you to arrange the home delivery of your item(s).
What should I do to prepare for my delivery?
Applicable for large appliance and furniture and bedding items only.
Here's a quick checklist for your convenience:
- Please ensure well in advance that any Furniture/Bedding or Electrical items you have ordered will fit into the room intended, paying particular care to dimensions and measurements of product. Large fridges/freezers and sofas can be problematic so please measure carefully.
- Please check all required access routes and that there is sufficient access and parking for a large delivery truck to safely reach the delivery address.
- Don't forget any lifts/elevators stairwells passages corridors and landings that your product must pass through. Avoid disappointment and extra cost by doing all necessary measuring well in advance.
Please be aware that the delivery team will not attempt delivery if there are health and safety issues or where damage to your home may result and they will not remove doors and/or windows.
If the delivery crew is unable to send furniture to your location via the elevator at the point of delivery (e.g. Furniture is unable to fit into elevator) we will assess (at our own discretion) the feasibility of the furniture being carried up via the staircase in a non-hazardous manner.
If the process is deemed hazardous, (e.g. furniture or items prone to damage on narrow stairway), in the event that delivery is deemed unfeasible, Harvey Norman reserves the right to cancel the delivery. Upon cancellation, a refund of any of your prior payments for that delivery will be made by the payment mode made within two weeks from the initial delivery date.
Should delivery via staircase be deemed non-hazardous, additional charges per item will be as follows:
First non-lift-accessible storey free of charge (e.g. staircase delivery from ground floor is free) + SGD 10 per item transported to a subsequent non-lift-accessible storey (i.e. staircase delivery of a wardrobe to a non-lift accessible 3rd storey, such as level 3 of a semi-detached house) will cost SGD 70 [SGD 50 + (1 x 0) + (2 x SGD 10) = SGD 70].
Fees for re-delivery or cancellation will apply.
At Harvey Norman Online we want our customers to be completely satisfied with their purchase.
We recommend you read our Returns Policy prior to you making a purchase from our website, so you are familiar with our policy on refunds, returns and repairs and your legal rights and remedies.
We also recommend you immediately inspect any goods that we deliver to you or that you collect from one of our stores, to ensure you are completely satisfied with the goods, including that the goods are of acceptable quality, and match the description we have provided to you.
If you have any questions about this policy, please contact our Customer First Team.
This Returns Policy only applies where you make a purchase online from our website.
What is the returns process?
Returns must be done within ten (10) working days starting from the day the goods are delivered to you. You may return your order (or items) for any of the following reasons:
- Your product does not match the website specifications or description.
- You received the wrong item in your package.
- For products that are defective or damaged upon arrival, please refer to this.
And the general requirements for returns are as follows:
- You have proof of purchase (order invoice number and receipt).
- The goods must be in new condition and returned in the original, unopened packaging along with all original accessories (including manuals, warranty cards, certificate of authenticity) and any free gifts received with it.
- All sealed items must not be opened.
- The product must not have been used or installed or had any data inputted.
Under what conditions is/are the product non-returnable:
- In the interest of hygiene, duvets, sheets, pillows, headphones and Bluetooth headsets, earphones, personal care products, health and fitness products cannot be returned unless they are unopened and in their original packaging.
- Apple products, computer software, ink Cartridges and toner, mobile phones.
- Display sets
- Once installed: Video game consoles, video games, made-to-order/custom-made items, air-conditioner, TV (once wall mounted)
- Once used: All electrical and kitchen appliances, IT, cameras, accessories, mattresses and assembled furniture.
- Items such as laptops, tablets, desktop computers, software, games, DVDs, CDs, recordable media and other equipment which contain a security seal that has been broken or tampered with.
- Consumables such as coffee capsules cannot be returned unless they are unopened and in their original packaging.
- Customised/made-to-order goods, special order items, bed linen, mattresses, beds, divans, assembled furniture cannot be refunded or exchanged.
- If delivery has taken place, the refund will exclude delivery charges paid.
- One exchange is allowed per purchase. The exchange product will not be eligible for further exchange or refund unless faulty.
If your return meets all the requirements above and you wish to proceed with the return, please have your order invoice number ready and simply visit any of our retail stores or contact our Customer First Team using the Contact Us Form.
- Our customer service agent will verify the return reason and arrange a free return pick-up for you.
- Our courier company will pick up the package at the time specified by you.
- We will conduct an evaluation within seven (7) days starting from the day we received your returned items. You will receive an email confirmation once the returned item is received from our end.
If your return is valid, we will process your refund or replacement, based on what you have indicated to our Customer First Team. If it's valid, we will reimburse you with a refund through the same mode of payment that was made in the original purchase.
If your return is not valid, we will notify you and arrange the items to be returned. For the items to be returned, a delivery fee will be chargeable. We reserve the right to reject any return, exchange, refund deemed unfit or unreasonable.
Do I have to pay for shipping when I return my purchase?
We believe that in order to have the best possible online shopping experience, our customers should not have to pay for return shipping. Our Customer First Team will verify and assess the return reason and arrange a free return pick-up for you.
We do our best to accept all returns. In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you. We reserve the right to reject any return, exchange, refund deemed unfit or unreasonable.
What if my product is damaged in transit?
If any goods are delivered to you are damaged, simply visit any of our retail stores or contact our Customer First Team within seven (7) working days of receiving the delivery.
We will arrange to have the damaged goods returned and either arrange for a replacement of the goods or refund the price to you. Damaged goods must be returned in the condition received by you with all original packaging, accessories and/or manuals. We reserve the right to reject any return, exchange, refund deemed unfit or unreasonable.
What if my product is faulty or defective?
If you found the goods to be faulty or defective, simply visit any of our retail stores or contact our Customer First Team within seven (7) working days of delivery and we will determine if the product is faulty or defective and offer you one of the following options:
Replacement: The same product that you ordered will be shipped to you at Harvey Norman's expense. Our Customer First Team will contact you within 24 hours with the replacement product delivery time, and the process to return the defective or faulty item.
Service: You may have the product repaired;, however, once serviced the product is no longer eligible for replacement.
Product must be deemed faulty or defective by our Customer First Team within seven (7) working days of delivery in order to receive a replacement unit. This may include inspection of the goods, arranging for the goods to be sent for repair, or providing you with a replacement. We reserve the right to reject any return, exchange, refund deemed unfit or unreasonable.
How long does it take for me to receive a refund?
Your returned items, together with your return slip, are usually received and accepted at our warehouse within seven (7) working days after the courier company picks up the package from you.
A refund would be issued shortly after we receive your items from the courier company, according to the preferred refund method indicated on your return slip.
*Credit card refunds may take up to fourteen (14) working days, subject to the processing duration of the bank.
How will I be refunded?
If you paid using a credit card, the refund will be made to the credit card.
I've changed my mind and would like to cancel my order. Will I be refunded?
We understand that hasty decisions are made at times when it comes to shopping. Should you wish to cancel your pre-paid order before it is ready for delivery (within 1 hour once email confirmation of your order has been sent out), simply visit any of our retail stores or contact our Customer First Team using the Contact Us Form, you will be refunded fully via your payment mode or through credit card within fourteen (14) working days, subject to the processing duration of the bank. We reserve the right to reject any cancellation, refund deemed unfit or unreasonable.
We regret to inform that any cancellations after 1 hour once email confirmation of your order has been sent out, we will not be able to cancel your order as it’s already been dispatched for delivery.
We reserve the right to reject any cancellation, refund deemed unfit or unreasonable.